Specialist Service Coordinator - Complex Care

SPECIALIST SERVICE COORDINATOR - COMPLEX CARE

Harbour Home Care | Full Time
SCHADS Social & Community Services Level 4.1 - $46.70
$92,279.20 per annum + superannuation + applicable allowances

Are you an experienced disability professional who thrives in complex environments and wants the opportunity to make a meaningful difference without moving into people management?

Harbour Home Care is seeking an experienced Specialist Service Coordinator - Complex Care to join our Home Care team. This role is designed for someone with strong NDIS knowledge, sound professional judgement and proven experience coordinating complex supports, incidents, risk and multidisciplinary stakeholders.

This is a specialist client-facing role with no direct reports or formal employee-management authority. You will be supported by an Assistant Service Manager, Service Manager and broader operational team, allowing you to focus on safe, responsive and high-quality service delivery for clients with more complex support needs.

WHAT YOU'LL BE RESPONSIBLE FOR

Coordinate a specialist portfolio of clients with complex, high-intensity, behavioural, psychosocial or health-related support needs.

Maintain oversight of support plans, risk assessments, Behaviour Support Plans, service agreements and relevant client documentation.

Manage client incidents and safeguarding matters, including required documentation, follow-up actions, escalation and communication.

Demonstrate sound crisis-management capability and coordinate appropriate responses during significant or unexpected events.

Work confidently within restrictive practice and positive behaviour support environments, including liaison with Behaviour Support Practitioners and relevant stakeholders.

Communicate and coordinate with participants, families, guardians, Support Coordinators, allied health professionals, health services and other external stakeholders.

Monitor service delivery, client satisfaction, changing needs and emerging risks.

Work closely with Workforce and Rostering to support appropriate worker matching,



continuity of care and safe service delivery.

Assist with and take reasonable ownership of rostering for your client portfolio where operationally required.

Review and approve timesheets relevant to workers supporting your clients, confirming service delivery and identifying any discrepancies, incidents or safeguarding concerns requiring follow-up.

Monitor funding utilisation and elevate potential overspend, underspend or changes affecting service delivery.

Maintain accurate, timely and audit-ready client records.

Participate in client reviews, case conferences and multidisciplinary meetings.

Escalate employee conduct, performance or compliance concerns to the appropriate manager.

WHAT WE'RE LOOKING FOR

You will be confident working independently, able to remain calm during complex or high-pressure situations and know when matters require escalation.

Minimum Certificate IV in Community Services, Disability, Mental Health or another relevant human-services qualification.

Demonstrated experience within the NDIS, disability or community-services sector.

Proven experience coordinating complex or high-risk client supports.

Demonstrated crisis-management, incident-management and safeguarding experience.

Working knowledge of the NDIS Practice Standards and provider responsibilities.

Experience working with Behaviour Support Plans and restrictive practices.

Strong written documentation, case-management and stakeholder communication skills.

Strong organisation, professional judgement and attention to detail.

Highly regarded:

Diploma or Bachelor qualification in Community Services, Social Work, Psychology, Nursing, Allied Health or a related discipline.





Current registration as a Registered Nurse or other relevant health professional.

Experience supporting participants with high-intensity or complex health needs.

Previous experience as a Senior Service Coordinator, Complex Case Manager, Specialist Coordinator or similar.

Experience working for an NDIS-registered provider.

MANDATORY COMPLIANCE

The successful candidate must hold or obtain all applicable employment and sector compliance requirements, including:

NDIS Worker Screening Check

Working With Children Check

National Police Check

Current First Aid Certificate

Current CPR Certificate

Any additional participant-specific or organisational compliance requirements relevant to the role

HOURS & WORKING ARRANGEMENTS

This is a full time position working across a rotating office-hours arrangement of:
8:30 am - 4:30 pm; or
9:00 am - 5:00 pm.

The position participates in a planned on-call rotation, with rosters communicated in advance and applicable allowances provided in accordance with employment conditions.

Following successful completion of probation, the successful candidate may be eligible for one hybrid working day per week. Hybrid arrangements remain subject to performance, client needs, team coverage and operational requirements and may be varied where required.

WHAT WE OFFER

SCHADS Social & Community Services Level 4.1 - $92,279.20 base salary

A genuine specialist role without direct people-management responsibility

Structured management and escalation support

Planned on-call roster

Potential hybrid working day following probation

Employee Assistance Program (EAP)

Professional development and career progression opportunities

The opportunity to help shape complex service coordination within a growing organisation

POSITION STRUCTURE

Position: Specialist Service Coordinator - Complex Care
Reports to: Service Manager - Home Care
Classification: SCHADS Social & Community Services Level 4.1
Base Salary: $92,279.20 + superannuation + applicable allowances

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📌 Specialist Service Coordinator – Complex Care (City of Wollongong)
🏢 Harbour Home Care
📍 City of Wollongong